Customer Success Manager- Falcon Shield (Remote, CAN)
As a global leader in cybersecurity, CrowdStrike protects the people, processes and technologies that drive modern organizations. Since 2011, our mission hasn’t changed — we’re here to stop breaches, and we’ve redefined modern security with the world’s most advanced AI-native platform. We work on large scale distributed systems, processing almost 3 trillion events per day and this traffic is growing daily. Our customers span all industries, and they count on CrowdStrike to keep their businesses running, their communities safe and their lives moving forward. We're proud to work for a mission-driven company leveraging AI to transform the way we work. CrowdStrikers drive their careers through flexibility and autonomy while also being expected to contribute to a culture of responsible AI adoption, experimentation, and innovation. We use an AI-first mindset as a force multiplier to proactively and continuously accelerate execution, build expertise, uncover insights, and solve complex problems. We’re always looking to add talented CrowdStrikers to the team who have limitless passion, a relentless focus on innovation and a fanatical commitment to our customers, our community and each other. Ready to join a mission that matters? The future of cybersecurity starts with you.
About the Role:
As a Customer Success Manager for Falcon Shield, you will be a product specialist for the Falcon Shield platform, helping our customers derive value from their investment in CrowdStrike's Falcon Shield product. Working closely with senior team members, you will build an understanding of each customer's business, security objectives, and SaaS environment, supporting retention and growth across their CrowdStrike products. You will help guide customers through onboarding, encourage adoption of new capabilities, and support them as they strengthen their SaaS security posture. To be successful in this role, you should be a motivated self-starter, eager to learn and committed to ongoing self-education, with strong customer service skills and a growing set of technical problem-solving skills in the SaaS security domain.
What You'll Do:
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Lead and manage the onboarding and training of customers on the Falcon Shield platform, setting them up for measurable success from day one.
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Build and foster relationships with customers within your book of business, driving product adoption, engagement, retention, and growth.
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Understand each customer's business use cases and translate them into meaningful engagement and measurable value from the Falcon Shield platform.
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Work with customers to promote new features, demonstrate the value of the product, and identify how it can improve their SaaS security posture and reduce SaaS-related risks
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Maintain ongoing customer communication and relationship building, serving as their primary point of contact and trusted security advisor.
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Work closely with our Product and R&D teams to identify gaps, surface feature requests, and inform potential product improvements based on real customer needs.
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Create success plans built around each customer's desired security outcomes, with measurable goals and timelines that drive adoption and posture improvement.
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Conduct strategic business reviews to align on security priorities, product roadmap, threat landscape, usage patterns, and best practices.
What You'll Need:
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Bachelor's Degree or equivalent experience.
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Minimum of 8 years of experience in a CSM role, in a Cybersecurity organization.
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Strong technical background, with knowledge of SaaS Security Posture Management (SSPM) and the SaaS threat landscape.
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Excellent customer service skills and the ability to quickly establish technical credibility with security teams.
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Experience managing application integration or security onboarding projects.
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Experience leading solutioning and demonstrating value and adoption, including customizing use cases to each customer's needs.
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Ability to interact